Quality Control Team Lead

1. Job Summary:

The QC Team Lead is responsible for managing the Quality Control team, ensuring high accuracy of evaluations, improving quality processes, and supporting the implementation of AI-driven solutions across the organization.

The company actively develops and integrates artificial intelligence tools for call evaluation, reporting automation, and agent training. The QC Team Lead participates in maintaining these tools and contributes to training and improving AI models.

This role requires close collaboration with the headquarters, cross-country coordination, data analysis, and driving efficiency improvements across all operational departments (Collections, Customer Service, Telesales, Verification).

2. Key Responsibilities:

Team Management & QC Operations

· Lead and supervise the QC team in Malaysia, assign tasks, and ensure SLA compliance.

· Monitor workload, evaluation quality, team discipline, and productivity.

· Conduct regular calibration sessions within the country and jointly with HQ and other markets.

· Ensure consistent evaluation standards across all lines: Collections, Customer Service, Telesales, Verification.

AI-Related Responsibilities

· Support the AI platform used for call analysis and automated scoring.

· Validate AI outputs, identify discrepancies, and provide detailed feedback to the development team.

· Contribute to AI training: data annotation, dataset creation, rule definition, and logic refinement.

· Test and help implement new AI modules, automated reports, and analytical tools.

Quality Control & Analytics

· Review QC evaluations, maintain target accuracy levels, and ensure methodological consistency.

· Analyze agent errors, refusal reasons, overdue reasons, and communication patterns.

· Prepare Weekly & Monthly QC reports and participate in reporting automation.

Communication & Collaboration with Headquarters

· Communicate daily with HQ teams (Operations, Tech, Product, Data, Training).

· Provide reports, AI testing results, and improvement recommendations.

· Align QC standards and processes between Malaysia and other countries.

· Participate in international projects focused on QC optimization and AI implementation.

Training & Team Development

· Train new QC agents and conduct regular refresh training sessions.

· Develop training materials and contribute to automated training modules.

· Train staff on proper use of AI tools and updated QC standards.

· Conduct performance reviews and support individual development plans.

Supporting Operational Departments

· Analyze communication quality across Collections, CS, and Telesales and provide actionable recommendations.

· Work closely with operational managers to improve PTP, conversion rate, AHT, and customer experience.

· Contribute to script improvements and SOP updates based on QC insights and AI analytics.

· Track the impact of implemented changes and report results.

Discipline & Performance Control

· Monitor QC specialists' KPIs and ensure compliance with quality requirements.

· Resolve disputes regarding evaluations and manage escalation cases.

· Participate in hiring and onboarding new QC team members.

3. Work Experience Requirements:

· Minimum 2 years of team management experience (Team Lead / Senior QC / Supervisor level).

· Strong proficiency in Excel, including formulas, pivot tables and etc.

· Excellent teamwork and collaboration skills, with the ability to work effectively across departments.

· Experience in reporting and process automation, including optimization of manual workflows.

Working Hours:
Monday - Friday (9am - 6pm)

Work Location:
Bangsar South, Kuala Lumpur ( near to LRT station)